As with writing a letter, the Thames Water complaints department aims to respond within 10 working days. He turned the water off in the house & in the road, stuck a little digital meter on top of the stopcock & came to the conclusion I am leaking 1 litre every 83 seconds from somewhere between the road stopcock (installed a month ago) & my indoor water meter, which is roughly 17 yards away in a line under a block paving driveway. It was agreed that the meter would be changed. But opting out of some of these cookies may have an effect on your browsing experience. Learn about other ways you can get in touch with us if you have accessibility needs. An earlier water recycling plan involving 300m litres of treated sewage being pumped into the river each day to replace the same amount of abstracted water was withdrawn after the Environment Agency said there would be an unacceptable environmental impact from raising the temperature of the water. After you choose this option, it will transfer you to a specialist representative for help. Next, you need to Press 1 to confirm that you are the account holder or have account holder privileges or authorisation. By continuing to browse, you accept the use of cookies. You can use the following numbers for their Text phone service if youre a priority customer who is deaf or hard of hearing: When you contact Thames Water, you must navigate through the IVR (Interactive Voice Response) system. This was then followed by a period of above average rainfall and a rehydration of the soil causing further movement and associated bursts. For cost savings, you can change your plan at any time online in the Settings & Account section. You should call customer service when you are calling about your Thames Water bill, you want to query your account, or if youre a new customer and want to speak to a representative to get registered with Thames Water. Well need you to tell us the reasons why you think our decision is wrong. To keep our customers informed we have been running several winter campaigns. Before privatisation, just like other water companies, Thames Water was relatively debt free. Demand for water also increased across our region during the course of last summer, which meant that we had to pump more water through our pipes which unfortunately led to more leakage. For a full comparison of Standard and Premium Digital, click here. 2. Please include your name, address, phone number and the best times to call, so we can get back to you as quickly as possible. Last modified on Sat 27 Feb 2021 00.14 EST. Angling Trust head of policy Martin Salter said: "It's . . Weve worked closely with the Environment Agency, Natural England, the Drinking Water Inspectorate and the Port of London authority on the studies completed to date and we will continue to work with them.. The Liberal Democrats believe that, in order to ensure that Thames Water are held to account over the potential impact of this scheme on the environment, we must have ambitious standards on water quality and ecology written into law. Whether it would have got around to noticing the mistake if I hadnt waded in is anyones guess. Customer services said the meter would be investigated. Damp and mould are easier to tackle when they are caught early. Thames Water have a terrible record regularly spilling raw sewage into our rivers and losing 630m litres of water every day due to leaks. Change the plan you will roll onto at any time during your trial by visiting the Settings & Account section. Have you registered for our financial support? Last week no one worked on the leak on Endwell Road. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe. We have also recently launched our Prepare your home for winter campaign. OK there're two sections: one we are responsible for and then there's a council land. We recognise that we have more to do on written complaints as indicated by CCWs recent report.. Unless we need more information from you, you should only need to contact us once to get your complaint resolved. For Council tenants, please report damp and mould by either: Emailing our damp and mould email address dampandmould@walthamforest.gov.uk, or. To access the Thames Water live chat you just need to click the chat icon at the bottom right hand corner of your screen, enter your name, email address, postal address and account number if you know it. We have step-by-step instructions on how to navigate the Thames Water phone number robot. Victoria Square We remain committed to reducing total leakage by 20.4% between 2020 and 2025. Would you like to contact Thames Water by phone? More recently, the freezing temperatures before Christmas resulted in a new surge of leaks both on our water supply network and on our customers pipes. Select More tools. Once you have entered your address details or account number, it then gives you four options: Once you have chosen from the above options, it will transfer you to a representative for help. At this point, well no longer be able to cover all the costs of the leak on your bill. Company number: 02366661|VAT registration no GB 537-4569-15| 2001 - 2023 Thames Water Utilities Limited. Since 2017, Thames Water has been fined more than 128m for poor management of leaks. Thames Water provides water meters for free. This will show you a list of your Chrome extensions. Environment. Customers with unresolved complaints about water and sewerage can appeal to the Consumer Council for Water. It also received more than 14,000 complaints about water supply and sewerage service. The building of a new reservoir is not likely to happen until at least 2040 and Thames Waters plans to reduce leaks by 50% will not be achieved until at least 2050. In the first instance, please give us a call and well see if we can resolve your concerns there and then. General enquiries - 0843 636 6972; Thames Water social media. It appears that billing and metering are separate business divisions of Thames Water and do not seem to share information. We publicly report annually to Ofwat on how were doing against our regulatory target, which is our 3-year average leakage level. To reduce leakage, weve implemented an ambitious and substantial recovery plan. Over the period, the total number of leaks in the Thames Water area went up from 4,160 in 2012 . If we dont have a record of past use, well base it on the typical water use for a similar sized property. How to detect a water leak in your house. 1st Floor If you're struggling trying to work out how to get started with your water bill, we've prepared a guide to help you out. As annual leakage targets are based on a 3-year rolling average, the impact of this year will be felt, not just this year but for the next 2 years performance. These cookies will be stored in your browser only with your consent. If they're different, you have a leak somewhere between the meter and the inside stop valve. There is no leak at my property that I know of. Instead, I received a letter stating the inspectors visit had identified a leak. If they cant reach you by telephone, theyll write to you. If all else fails, CCW may refer you to the Water Redress Scheme (WATRS), an independent service designed to resolve long-term disputes between customers and water companies. We understand that many of our customers may be experiencing financial difficulties and we may be able to offer some assistance. Munira Wilson, the Liberal Democrat MP for Twickenham, said: These plans are necessary because Thames Water has failed to fix leaks losing them a quarter of their precious daily supply, all whilst handing out millions in bonuses to their chief executives. Thames Water contact details/ phone numbers. This website uses cookies to improve your experience while you navigate through the website. offers FT membership to read for free. Standard Digital includes access to a wealth of global news, analysis and expert opinion. Click here. For customers who are moving into or out of a Thames Water supplied property, you can visit our guide Moving Home with Thames Water. 2. *8 a month for the first year. Read more about ourwider plans to look after water. Thames Water is the UK's largest water and wastewater services company, [1] and supplies 2.6 billion litres (570 million imperial gallons) of drinking water per day, and treats 4.7 billion litres (1,000 million imperial gallons) of wastewater per day. Please see the options above to navigate the system. Thames Water Utilities Ltd (Thames Water) has today (22 March) been fined an unprecedented 20,361,140.06 in fines and costs for a series of significant pollution incidents on the River Thames . If you have a complaint, please always call us if you possibly can. Attribution. London If you want to pay 24.82, you will first enter 24, then press the #, you will then enter 82 followed by #. Subscribe now to join Muniras mailing list. Tabled a Written Question on the Governments Environment Improvement Plan, which refers to water recycling schemes, such as that proposed at Teddington, to mitigate drought. Its important to get any leaks fixed as soon as you can. Thames Water still maintains that it must have been a leak, rather than a faulty meter, even though it acknowledges that none could be found. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Thames Water will return 51m and Southern Water will return 28.3m. Victoria Square House My complaint about the escalation was not addressed. Learn more about how we use and protect your personal data. We measure leakage in megalitres, or millions of litres, per day (Ml/d). On 19 January, I held an urgent meeting with Thames Water officials. For the regulatory period from 2020/21 to 2024/25 our target is to reduce our baseline leakage level as follows: The extreme weather conditions that weve experienced this year has made meeting our leakage target extremely challenging and as we have already said above, were unlikely to achieve it. Thames Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats. Archie Bland and Nimo Omer take you through the top stories and what they mean, free every weekday morning. Again, you will need to enter your Thames Water account number. If so, your leak may already be covered, so it's worth checking this first. It will read the amounts back to you and you must Press 1 to confirm or Press 2 to go back and correct it. Whilst we remain focussed on achieving our overall target of 20.4% reduction in our baseline leakage, over the period 2020/21 to 2024/25 we are behind on our 2022/23 leakage performance and our target this year will now be very challenging to achieve. endstream endobj 386 0 obj <. Denis Castro, 53, says Thames Water even threatened to charg In September, it announced fresh investment in infrastructure as part of a 11.7bn five-year plan. We know it can be a bit of a hassle, but if you dont arrange to fix your leak, well need to step in to protect our supply and the environment. A mystery how a Thames Water bill went up from 400 to 1,000. Utilities. The plan will see more leakage focused teams, repair more leaks, than ever before. It said the majority of companies had reduced written complaints, but Thames Water and Southern Water stood out as poor performers. Thames Water said the scheme proposed would involve 75m litres of water a day. Sudden heavy traffic causing movement in the ground; Temperature changes, which cause pipes to swell and shrink; High pressure or sudden changes in pressure; and. With this increase in leakage, we are significantly behind our target for this year. Anyway, yesterday we received a letter from Thames Water stating that they had not heard from us re the leak and that as it was a supply pipe leak we were liable for repairs/replacement. Munira continues to engage with residents and local groups concerned about these plans, and to raise the issue in Parliament. Dont have a water meter fitted, the Thames Water contractors will try to charge you for having a meter which they are meant to provide. Much of this water leaks from ageing pipes or pipes that have been damaged as a result of the exceptionally hot summer and/or the freeze thaw events we experienced in 2022 but sometimes were just not as good as we should be in understanding how much water customers are using. Check out our guide on How to Set Up Your Water Bill to find out more. You also have the option to opt-out of these cookies. After you wrote to Questions of Cash - and despite a promise to us by Thames Water that the matter would be dealt with urgently - your mother received a letter demanding immediate payment . 2. All our pipes receive regular maintenance and repairs. hb```f``- B@qAQ4\)0k*P)}0VjW&}l;QBdB "YV+t%/, ^lR P( "A" -Ub`e@,v &W&3t\KZy=K's_h3q;!,0 J With the business water retail industry in England due to open to competition fully April 2017 which will allow an estimated 1.2 million business customers and none-household customers based wholly in England . You may also opt to downgrade to Standard Digital, a robust journalistic offering that fulfils many users needs. If you're not happy with how the Thames Water complaints team have dealt with your complaint, you can of course ask them to review it. This resulted in a surge in leaks both on our network and on customers pipes. The information does not represent formal annual regulatory reporting. Registered Office: Clearwater Court, Vastern Road, Reading RG1 8DB. Where To Get the Best Moving Boxes in 2022. Over the period 2003-2011 this figure rose from 55% to 82%. Terms and exclusions apply, see website for full details. You can also read our guide onfixing a leak at your property. The water company says its water recycling proposals are the cheapest and quickest option in its draft water-resources management plan to tackle predicted serious water shortages over the coming years. 23 November 2022 23 Nov 2022. . Theres more information on how were working with customers to reduce leakage below. The hot, dry weather witnessed over the summer months caused our pipes to move and crack and reported leakage to increase by at least 10% (c.80 Ml/d). Our recovery plan to get back on track is to: As we continue to develop and implement our recovery plan, we will keep you updated on our progress. As the ground dried out, our pipes moved and cracked, leading to an increase in leakage. It can only deal with certain issues within specific topics such as our power to lay pipes in private land, duties or licence conditions, and anti-competitive behaviour. Initially you should always get in contact with the Thames Water complaints department with your issue. Posted. Oxford City Council calls for Thames Water to be taken into public ownership. Under section 75 of the Water Industry Act 1991, Thames Water have the authority to repair the leak and pass associated repair costs to the property owner. The Environment Agency said 3,000 fish died after a leak flowed for 30 hours and . One megalitre is equal to around 12,500 baths, or 40% of an Olympic size swimming pool. Thames Water Limited (company number 2366623) and Thames Water Utilities Limited (company number 2366661) are companies registered in England and Wales, both are registered at Clearwater Court, Vastern Road, Reading, Berkshire RG1 8DB. Almost 10,000 people have signed a petition against proposals by Thames Water to tackle drought by drawing off up to 100m litres of water a day from the . The system will repeat that you need to enter your account number. We are currently fixing more than 1,000 leaks per week across our network meaning that, on average we are fixing a leak every 10 minutes, 24 hours a day. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. Customers will be given a year to compare their unmetered bill to how their bill compares with a meter and then they will be on a metered rate. As for Vesta Road, well total incompetence. " On 23 June 2022, my house (37 Tunnel Avenue, London Greenwich) was severely blocked the shower drainage in the ground floor toilet. We tried to make contact via the phone three times and sending two letters to the property address but unfortunately, we were unable to make contact. Once weve identified a leak or its been reported to us, well start the process of fixing it. You can also send us an email and we'll be in touch within 10 working days. Its not going to be quick, but were making progress. If your supply pipe crosses land belonging to someone else, you're responsible for the pipe from the point that it connects to our water main in the public highway. Like with any water supplier, can contact Thames Water by phone, emails, live chat, or even by a good old-fashioned letter. We have been informed by Thames Water that our property has a leak on the supply pipe that carries water from the water main to our property. Were also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main. Contact Thames Water:Email: consultation@thames-wrmp.co.ukPost: Freepost, Thames Water WRMP Consultation, Contact the Department for Environment, Food and Rural Affairs (DEFRA):Email: water.resources@defra.gov.ukPost: Defra Water Resources Management Plan Water Services, Seacole 3rd Floor, 2 Marsham Street, London, SW1 P 4DF. Extreme weather events, like freeze-thaws. This email is confidential and is intended only for the use of the person it was sent to. The strength of local feeling on this plan is clear from the response of many residents and river groups. International Dispute Resolution Centre Letters seen by the BBC show the annual bill from Thames Water could total up to 3,400 a year - or enough to take 3,400 showers - based on Mrs Mendoza's usage between September 2020 and March 2021. 414 0 obj <>stream If you have a problem with your wastewater service, youll need to get in touch with them. This is a 24-hour automated line. Calls to 0800 316 9800 are for emergencies, and it will direct the call to the 24-Hour Leak Line. You can choose to receive info about events, campaigns, or news, and you can unsubscribe at any time. You must Press 2 to speak to a Thames Water representative if you are not the account holder or dont have permission from the account holder. Thames Water admitted the situation does not look good, particularly at a time when a hosepipe ban is still in force, as engineers try to fix the problem. Next, you need to enter the pence you want to pay, then press the # key. However, Thames Water continued to blame a leak for our huge bill. If you think you might have a leak but arent sure, there are some common signs you can look out for. It might be the case that you are billed by Thames Water on behalf of another wastewater company. If youd like to retain your premium access and save 20%, you can opt to pay annually at the end of the trial. If you spot a leak, please let us know. This campaign provides important information about the steps you can take to get your home ready for winter. The automated system is quite fast, so have this information ready to hand when you call: It will ask you to enter your 10 or 12-digit Thames Water customer account number. Last year Thames Water was fined 1m for repeated discharges of sewage into the Grand Union canal in Hertfordshire in 2012-13 and a further 380,000 after a sewage leak in a designated Area of . The new meter might have made a difference if Thames Water hadnt then messed up. For help with your water or wastewater services. Simply log into Settings & Account and select "Cancel" on the right-hand side. Analysis of the data released has shown that central London has the largest concentration of leaks. Thames Water was fined for a sewage leak on the River Ray in June 2003 which was thought to have caused the death of 8,000 fish. Trust head of policy Martin Salter said: & quot ; it & # ;! Time during your trial by visiting the Settings & account and select `` Cancel '' on the leak your. Specialist representative for help your supply pipe to our Water main easier to when... Baths, or millions of litres, per day ( Ml/d ) is guess! 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And well see if we can resolve your concerns there and then: Emailing our damp and mould email dampandmould. More information from you, you can robust journalistic offering that fulfils many users needs up from 400 to.! Waters online consultation feedback form, Twickenham and Richmond Liberal Democrats also received more than 128m for management... Period of above average rainfall and a rehydration of the soil causing further movement associated... Pipe, this is the pipe that links your supply pipe to our Water main your neighbours joint! Last modified on Sat 27 Feb 2021 00.14 EST Office: Clearwater,! Only for the use of the leak on your browsing experience 414 thames water leak letter obj < > stream you. But opting out of some of these cookies will be stored in your.. Always call us if you have accessibility needs regulatory target, which our. Leak in your browser only with your wastewater service, youll need to enter your account.... Robust journalistic thames water leak letter that fulfils many users needs in 2022 learn about other ways you can look out for terrible... Formal annual regulatory reporting registration no GB 537-4569-15| 2001 - 2023 Thames Water by?!